Help Desk Escalation Management Stay on top of tickets that matter

HappyFox Help Desk escalation features allow you to always stay on top of your tickets and SLAs.

Having complete control over ticket resolution is essential to deliver flawless customer service. Based on the ticket criticality, your help desk should provide automatic escalation management from the lower level engineer right up to the higher management.

HappyFox help desk manages all your ticket escalation based on your pre-defined conditions to get tickets automatically escalated to the right person for their prioritized attention.

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Priority-based Escalation Management Automatically assign critical tickets to the right staff by using custom ticket statuses defined based on priorities. Create statuses like ‘Normal’ or ‘High priority’ so that a normal ticket will only be addressed by your support staff while high priority will be taken up by team leads. Manage priority-based escalations and eliminate any delay in ticket resolution.

Complexity based Escalation Management Based on the levels of your engineering team, create Smart Rules and build an escalation matrix that will automatically select the most complex tickets to be assigned to your highest level engineer to be actioned at the earliest. Create complexity-based custom statuses and enable tickets to be assigned to the right staff.

Escalate help desk tickets based on custom status
Automate your help desk with smart business rules

SLA based Escalation Management SLA breaches take a toll on support agents as well as impact customer satisfaction. HappyFox SLA management lets you address that issue directly by letting you automatically escalate tickets based on their SLA. Proactively assign a ticket to senior technicians or management when a ticket is about to breach SLA for them to remediate.

Customer-based Escalation Management Avoid revenue losses due to delays in addressing a ticket from a high-value customer. Create an escalation matrix based on the importance of the customer, so that high-value customer tickets get directly escalated to higher-level staff and get resolved quickly.

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Smart Rules and what they do for you No matter what type of escalation you are looking to achieve, HappyFox allows you to automate all of them with the help of Smart Rules. Whether it is based on status, customer or SLA, HappyFox makes sure the right escalation is done at the right time so that service delivery is never affected.

Create your help desk escalation management matrix to reap rich dividends.

Improve internal collaboration
IImprove service delivery and support efficiency
Speed up the ticket resolution process
Enhance relationships with high-value customers
Increase transparency of communication to the customer
Eliminate chances of SLA breach
Show better results with better workflow management
Never let tickets get assigned to the wrong staff

A great product backed with equally great support, just what I am trying to achieve with my customers!

James Powell,
FatcatIT